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Why can't I log into my account?

Modified on: Wed, 29 Apr, 2015 at 8:33 AM

If you are trying to log into your account and you are unable to do so, there could be several reasons why this could be the case. You can try several of the methods below to see if this solves your login problem.

Wrong Password - Most password errors come from small typos when entering the password. Passwords are case sensitive, so please make sure that the capitalization in your password is correct and that the caps-lock key is off. If you still can't log in, learn more about how to reset your password.

Wrong Account Name - Make sure that your Account Name has been typed in correctly. If you have or have had multiple accounts with us, make sure that you are using the correct Account Name and password combination when logging in. If you aren't sure about what your account name is, learn more about how to recover your account name.

Your Account is Closed - Your account can be closed for the following reasons: you tried to log into your account with the wrong information too many times, you chose to close your account, or your account was closed due to inactivity. Learn more about what to do with a closed account.

Your Browser’s Cache Needs to be Cleared - Your browser saves the sites you view in a “cache.” This enables the website to load faster in your browser the next time you view it. Sometimes your browser’s cache may get garbled and it won't register your login information, even if it is correct. To refresh your browser cache do a Ctrl+F5 keyboard command on a PC and a Command-R keyboard command on a Mac.

If you are still unable to log into your account after looking through this list, please feel free to submit a ticket to us and we will be happy to help you. If you are experiencing a login error that is not described by any of the situations listed above, please include a screenshot of what that error looks like.